Continually Evolving Subjects Using Machine Learning

A method comprising:

• receiving a first electronic message comprising at least part of an electronic conversation with a particular customer, the electronic message comprising a current subject that describes the electronic message;
• obtaining content information of one or more electronic messages related to the electronic conversation;
• obtaining context information associated with the particular customer for interpreting the electronic conversation, wherein the context information comprises customer-specific interactions and data;
• generating a prompt for a machine learning model trained to output recommended subjects for electronic conversations, wherein the prompt incorporates the content information and the context information;
• applying the machine learning model to the prompt, to obtain a recommended subject;
• updating the electronic conversation by replacing the current subject with the recommended subject;
• and
• logging the updated electronic conversation in a database that associates the one or more electronic messages with the recommended subject.

A system comprising:

• at least one device including a hardware processor;
• the system being configured to perform operations comprising:
• receiving a first electronic message comprising at least part of an electronic conversation with a particular customer, the electronic message comprising a current subject that describes the electronic message;
• obtaining content information of one or more electronic messages related to the electronic conversation;
• obtaining context information associated with the particular customer for interpreting the electronic conversation, wherein the context information comprises customer-specific interactions and data;
• generating a prompt for a machine learning model trained to output recommended subjects for electronic conversations, wherein the prompt incorporates the content information and the context information;
• applying the machine learning model to the prompt, to obtain a recommended subject;
• updating the electronic conversation by replacing the current subject with the recommended subject;
• and
• logging the updated electronic conversation in a database that associates the one or more electronic messages with the recommended subject.